Service Manager BulletinPage 4 of 12 2016-10-07 Service Manager Bulletin 17-2016A Upon receipt of...

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VOLVO CAR SERVICE AND PARTS BUSINESS Service Manager Bulletin TITLE: Retail Car Delivery Process all MY 2016 S60, V60, XC60, XC70 and S80 GROUP: 17 NO: 2016A ISSUING DEPARTMENT: Service Operations CAR MARKET: United States and Canada REFERENCE BULLETINS: SMB 17-017, TJ 29233, TJ 20278, Warranty Admin. Manual ISSUE DATE: 2015-05-12 STATUS DATE: 2016-10-07 Service Personnel: Read and initial SERVICE MANAGER SERVICE WRITER WARRANTY ADMINISTRATOR Page 1 of 12 Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing a minimum of 50% wastepaper and 10% post-consumer waste. © 2016 VOLVO CAR USA, LLC “Right first time in Time” Cleaning Wiper Blades – Do not clean wiper blades with a solvent and do not remove the graphite protection. Only gently clean wiper blades to remove any grit that may have built up while sitting in inventory. Note: Minimum technician level required to perform a PDS is a Volvo Certified Mechanic Level. NEW: VEHICLE SET-UP step, Activation of Sensus Connect with Volvo On Call using TJ 29233 NEW: Vehicles produced after week 48 of 2014 include a kit of 20 wheel caps to be installed on the wheel bolts This bulletin contains information on the following steps which make up the Retail Car Delivery Process. Vehicle inspection procedure (Truck Delivery) Pre-Delivery Service (PDS) Vehicle in stock maintenance Vehicle Delivery (Customer Delivery) Vehicles now include Leather Care Wipes (31393559). These wipes should be presented to the customer with the Owner’s Information Materials (glove box materials). Floor Mat Installation: Never use more than one floor mat at a time on the driver’s floor. New car delivery is a crucial step in the Retail Car Delivery Process. At this point the buying experience turns into a long-term relationship. It is the retailer’s responsibility to ensure that the car and the experience are as enjoyable and informative as possible. Stock Maintenance is a key element in the overall process. It is important to keep your vehicle inventory maintained and fresh.

Transcript of Service Manager BulletinPage 4 of 12 2016-10-07 Service Manager Bulletin 17-2016A Upon receipt of...

Page 1: Service Manager BulletinPage 4 of 12 2016-10-07 Service Manager Bulletin 17-2016A Upon receipt of the cars at the Retailer – the vehicle will move directly to the shop for retail

VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager BulletinTITLE:

Retail Car Delivery Process all MY 2016 S60, V60, XC60, XC70 and S80

GROUP:

17

NO:

2016A

ISSUING DEPARTMENT:

Service Operations

CAR MARKET:

United States and Canada

REFERENCE BULLETINS:

SMB 17-017, TJ 29233, TJ 20278, Warranty Admin. Manual

ISSUE DATE:

2015-05-12

STATUS DATE:

2016-10-07

Service Personnel: Read and initial

SERVICE MANAGER

SERVICE WRITER

WARRANTY ADMINISTRATOR

Page 1 of 12

Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing a minimum of 50% wastepaper and 10% post-consumer waste.

© 2016 VOLVO CAR USA, LLC

“Right first time in Time”

Cleaning Wiper Blades – Do not clean wiper blades with a solvent and do not remove the graphite protection. Only gently clean wiper blades to remove any grit that may have built up while sitting in inventory.

Note: Minimum technician level required to perform a PDS is a Volvo Certified Mechanic Level.

NEW: VEHICLE SET-UP step, Activation of Sensus Connect with Volvo On Call using TJ 29233

NEW: Vehicles produced after week 48 of 2014 include a kit of 20 wheel caps to be installed onthe wheel bolts

This bulletin contains information on the following steps which make up the Retail Car Delivery Process.• Vehicle inspection procedure (Truck Delivery) • Pre-Delivery Service (PDS)• Vehicle in stock maintenance • Vehicle Delivery (Customer Delivery)

Vehicles now include Leather Care Wipes (31393559). These wipes should be presented to the customer with the Owner’s Information Materials (glove box materials).

Floor Mat Installation: Never use more than one floor mat at a time on the driver’s floor.New car delivery is a crucial step in the Retail Car Delivery Process. At this point the buying experience turns into a long-term relationship. It is the retailer’s responsibility to ensure that the car and theexperience are as enjoyable and informative as possible.

Stock Maintenance is a key element in the overall process. It is important to keep your vehicle inventory maintained and fresh.

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Service Manager Bulletin 17-2016A

The following outlines the Retail Car Delivery Process (RCDP). The basic structure of the RCDP is:

1. Truck Delivery Vehicle Inspection2. Stock Maintenance - proper care and maintenance of vehicles in retailer inventory3. PDS - PDS Mechanical and PDS Detail*4. Delivery Agenda process with customer5. Celebrate delivery of vehicle with customer and sales professional

* Do NOT wax, polish and/or apply any surface treatments to new vehicles.

We encourage you to ensure that these PDS processes are fully understood and implemented. These processes are geared towards assuring high-quality retail delivery and completely satisfied customers.

Item 1 – Truck Delivery – All vehicles must be thoroughly inspected at time of delivery by truck to your facility. Guidance documents with instructions as to the submission and handling of claims can be found at: www.ucmglobal.com/volvo

For claims with incident date 1st April or after:For questions regarding claims procedures and payments, please contact:Unicar Claims ManagementE-mail: [email protected]: + 44 (0)844 209 0850Fax: + 44 (0)870 123 6121For claims with incident date before 1st April:[email protected]

A facsimile of the Vehicle Inspection Walk Around sheet is attached at the end of this bulletin.

Item 1A – Transport Delivery Canada – All vehicles must be thoroughly inspected at time of delivery to your facility.

Canadian inland damage claims Contact phone: 1-905-695-9651 Contact fax: 1-905-695-9627 Email: [email protected]

Dealer actions

TIME LIMITS

• Rail claims – 4 months from date of delivery to dealer.• Truck claims – 2 months from date of delivery.

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Service Manager Bulletin 17-2016A

INSPECTION – DAYTIME DELIVERIES

For daytime deliveries (when dealers are open for business), a dealer representative must inspect vehicles for transport damage immediately upon receipt (and before the driver departs). Damages must be coded on the trucker’s delivery receipt when he signs it. All three codes must be noted for each damaged area (codes are listed later in this section or by calling 888-373-0330 option 2):

Code damage area Code vehicle damage code (type of damage)Code severity of damage

INSPECTION – NIGHT DROPS

For night drops, the dealer must inspect the vehicle on the first open business day and advise the carrier within 48 hours from the date and time of delivery – no exceptions. You must provide:

• VIN• Load number (from Hansen’s delivery receipt)• Description of damage.• All three codes for each of the damages found.

For Hansen’s – Complete Hansen’s Afterhours form and fax to (416) 293-1604 or email it to [email protected]

Note: Refer to the Warranty Administration Manual for complete details

Item 2 – Stock Maintenance – This checklist describes activities that must be performed every 30 days in order to keep the car in the freshest possible condition. PDS - Final/Detail should be done just prior to delivery to the final customer.

In VIDA - Profile the vehicle:

Information Service Programs 0 Administration 05 Transport, vehicle storage and driving regulation Stock maintenance checklist Print out checklist

Item 3 – PDS, Pre-Delivery Service – A process to ultimately deliver a better quality product to the end user. Attached please find the Pre-Delivery Service Checklist, the Stock Maintenance Checklist and Claim Reimbursement information.

Please review these procedures with your Technician Staff, Detail Personnel and the Sales Department.

Everyone MUST take ownership of this process and be accountable for the final product to bedelivered to our Volvo owners.

The Volvo Technician (or whomever in your store is responsible for performing a PDS), your Detail Person(s) and your sales personnel must perform this function “as it is described” on the checklist.

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Service Manager Bulletin 17-2016A

Upon receipt of the cars at the Retailer – the vehicle will move directly to the shop for retail delivery, or be placed in storage until the vehicle is sold. The PDS is a “one step” process at the Retailer level. All current storage practices/policies still apply.

Item 4 – Customer Delivery – Delivery preparation is the first opportunity to create customersatisfaction and customer loyalty. The objective is to deliver a new Volvo that is 100% perfect.

Reset service reminder light. It is important the customer gets a full cycle of 10,000 miles/ 16,000 km or 1 year from the delivery date before the reminder light illuminates.

Delivery Phases:

ü Vehicle Preparationü Stage the Carü Demonstration of Featuresü Documentation/Owner’s Information Materials*ü Tour Facility

* Owner’s Manual, Warranty Manual, On Call Guide, Leather Care Wipes, SiriusXM Guide and other Owner’s Information.

The sales consultant is responsible for making the delivery of a new Volvo a well planned, memorable event. Time and special attention must be given to the new owner, effectively communicating the Retailer’s commitment to the customer’s complete satisfaction.

PRE-DELIVERY SERVICE (PDS) REIMBURSEMENT PROCEDURESPDS will be paid at the time of wholesale to the wholesaling retailer. Payment will appear on the Weekly Transaction Statement under the PDS section. Claims will be identified by the prefix “C” and the last six digits of the VIN.

The PDS will continue to be subject to all administrative repair order requirements as outlined in the Warranty Policy and Procedures Manual section 3, pages 23 and 24. This includes punch time verification and retention of the PDS checklist.

Retailers that receive a vehicle from another retailer and are not the wholesaling retailer should verify with the wholesaling retailer if the PDS has been performed. Reimbursement would have to be worked out between the retailers directly. Claims will only be paid to the retailer identified by Volvo as the wholesaling retailer, regardless of which retailer performs the PDS.

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Service Manager Bulletin 17-2016A

RETAILER ALLOWANCE for reference information

Model Model Year LaborS60 2015 1.5XC60 2015 1.5S80 2015 1.5XC70 2015 1.5V60 2015 1.5

The checklists should be left in the car from arrival at the retailer to completion of PDS. Checklists should then be filed in the vehicle file at the retailer for future reference.

Service Notes

SPRING EXTENDERS (IF EQUIPPED) MUST BE REMOVED ON ALL:S80 Sports Chassis

Pre-Delivery Service Software Status:

Ensure that the vehicle has the latest Software status, Download PDS software upgrade. Refer to TJ 20278 and SMB17-017 for the appropriate software product number, instructions and policy.

Note: If the PDS Software is NOT downloaded, Volvo reserves the right to debit the PDS payment.

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Change from transport mode to normal mode using VIDA

Check and record battery voltage (PRINT OUT CODE AND ATTACH)

V

Ensure that all Recall or Service Campaign (Quality Bulletins) activities have been performed Update vehicle to the latest Software Status as per TJ 20278 Check all fluids and fill washer fluid reservoir. Checking oil in a Drive-E engine requires the use of VIDA.

CHECK FOR SPRING EXTENDERS / REMOVE AS REQUIREDAll models:

Remove brake rotor covers, if applicable (Note - Be careful not to damage/bend the backing plates) Set tire pressure to correct PSI (including spare tire)Check condition of undercarriage and lower part of bumpers and sills (damages, loose components, corrosion)Check for presence of fluid leaksInstall front License Plate Holder (if required) in screw markings on front bumper (use the bracket matching holes, varies type to type)

Check steering wheel - properly aligned and centeredCheck steering for pulling or driftingCheck for unusual noises or vibrationsCheck Brake PerformanceCheck Engine and Transmission PerformanceCheck climate system functions and operate and open all vents

Check for DTC's using VIDA.Check DIM for messages Reset Service Reminder Lamp (SRL)

Mechanical and Test Drive Responsible:

Name: Date:

Mileage In: Mileage Out:

3) TEST DRIVE (Vehicle MUST be driven a minimum of 5 miles/8 km over a variety of road and surface conditions)

4) AFTER TEST DRIVE

WARNING: Wear clean clothing/use a silent seat cover on drivers seat.

2) ON-LIFT OPERATIONS

IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O.

PDS VEHICLE SET-UP Checklist

1) VEHICLE SET-UPWARNING: Vehicle must be rinsed and loose pieces of rapgard removed prior to performing vehicle set-up.

PRE-DELIVERY SERVICE (PDS)EXCLUDING XC90

Stock No.

Retailer Code Date Complete

Y V

RO Number Odometer ALWAYS CHECK VRC2 FOR THE LATEST UPDATES

NOTE: TECHNICIAN: VOLVO CERTIFIED LEVEL REQUIRED FOR SECTION 1), 2), 3) & 4).

NOTE: VOLVO CERTIFIED MECHANIC LEVEL REQUIRED.

Activate Sensus Connect with Volvo On Call using TJ 29233

Install 20 wheel caps on wheel bolts for vehicles produced after week 48 of 2014

PDS2016(5/2015)

1

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Remove all rapgard and exterior trim protection (sill protection, other)

Manually wash vehicle exterior including door jams and under the trunk

Clean the wiper blades

Ensure outer surface of front windshield is smooth and free of fall-out/adhesive residue/grease marks

Clean alloy wheels/tires and remove any stickers or markings

Gently dry the vehicle exterior with a clean chamois and carefully inspect for paint damages

Inspect carefully for adhesive residue from protection materials and remove (lines from rapgard edges)NOTE: Use a clean, soft woven cloth soaked with Volvo degreaser.

Wipe down engine compartment and remove excess water from grille and hood area

Thoroughly clean all windows, moon roof, rear view mirrors and vanity mirrors

Vacuum carpet and luggage compartment

Check upholstery, all interior surfaces and compartments (including sun visors and headliner) for marks orfingerprints. Clean as required.

Remove protective floor covering and install floor mats/click in tabs.

Re-inspect complete vehicle for surface scratches, swirl marks, paint chips, finger prints. Preferably in the delivery area where vehicle is to be delivered. Correct as required.

I certify that all operations have been completed and this vehicle has been prepared in accordance withVolvo procedures and Quality Standards.

Detailer Signature: Date:

Supervisor Signature: Date:

PDS Detailer Checklist

WARNING: Do NOT use accessories (Radio, etc.) while performing detail, as this can discharge the batteryWARNING: Do NOT wax, polish or apply any surface treatments to exterior or interior of new vehicles

IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O.

WARNING: It's absolutely necessary to perform detailing under sufficient lighting conditions

Detailing activities are completed - Car is now handed over to sales Department for New Car Delivery.

Interior - Prior to Delivery

Final Quality Inspection

Exterior - Prior to Delivery

PRE-DELIVERY SERVICE (PDS)EXCLUDING XC90

Stock No.

Retailer Code Date Complete

Y V

RO Number Odometer ALWAYS CHECK VRC2 FOR THE LATEST UPDATES

COMMENTS:

PDS2016(5/2015)

2

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Delivery Agenda

© 2014 VOLVO CARS OF NORTH AMERICA, LLC REVISION DATE: 12/22/2014

DELIVERY AGENDA

WelcomeTime required: approximately one hour, or as agreed upon in advance

Review and confirm agenda with the customer

Review documents and settle payment balance

Check the trade-in vehicle (verify mileage, condition and agreed-upon equipment, and remove personal items)

Provide keys to finance

Check paperwork and obtain any additional signatures required

Settle any balance due

Provide copies of paperwork

Add any accessories if desired

Confirm customer email address

The delivery Reveal and check out new vehicle

Introduction to/Congratulations from other retail facility personnel

Photo session (optional): Yes ___ No ___

Present gifts (optional): Yes ___ No ___

Review and explain the most important features Features/Settings/Controls to cover:

Volvo Sensus and its various menus

SiriusXM Satellite Radio (activate subscription, set channels)

Bluetooth (pairing cell phones)

Radio and climate controls

Navigation system (if equipped)

Key operation

Light operation

Seat and mirror memory & key FOB

Windshield wiper operation, including rain sensor

Leather care wipes sample (for light interior cars)

Collision avoidance features such as City Safety and Lane Departure Warning

Others:

____________________________

____________________________

____________________________

Assemble and review Quick Guide and Owner’s Manual

Demonstration drive? Yes ___ No___

Review and sign delivery checklist

Explain Volvo Sensus

Cover the Sensus 7, which include:

1. How do I turn on, mute, and turn off the system?

2. How do I access and navigate the menus?

3. How do I know which menu to use?

4. How do I access additional settings or sub-menus?

5. How do I sync and select Bluetooth phones? (You should sync their phones for them.)

6. How do I use the radio?

7. How do I connect my iPod or MP3 player?

Service department introductions

Meet the service manager or service advisor

Name of customer contact in service: ___________________________________

Review Factory Scheduled Maintenance schedule

Schedule first service appointment (10,000 miles/16,000 km or 1 year from the delivery date)

Date of first service appointment: ___________

Review Volvo On Call roadside assistance

Review value of service department:

Master and factory trained technicians

Only Volvo genuine parts

Review service pricing menu

__________________________________Salesperson Signature

__________________________________Customer Signature

Customer Name:

Date:

Time:

Vehicle:

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